2 Percent Creativity - Marketing and Advertising Insights from a Connected Perspective

Customer Service - The Best Rule

I recently spoke to a customer service team for a very specialized contact center. They are part of a new breed in online lead management. They are practicing the essentials of CEM - Customer Experience Managment. Specializing in the real estate industry, their model could very easily translate to any industry that is concerned about the experience that customers receive when visiting the company's website. More on this subject another time.

What was most interesting about this group was their response to one phrase that I used during the seminar. In a post last week, we talked about the famous 'Rules of the Customer'. Well that got its fair share of laughs and nods, but the one phrase that really got their attention was, "People will not remember what you said.... but, they will remember how you made them feel." It was easy for every member of this very capable response team (their name for contact center staff), to empathize with their customers when they thought about this one phrase.

We have all had those impersonal calls with a customer service representative who is just going through the motions, reading from a script, which is especially noticable when they end the call with a monotone, "is there anything else we can help you with today at XYZ Corp.?" You answer, no thank you and they say, "thank for contacting us today at XYZ Corp." How would you feel after a call like that? Warm? Fuzzy? Yeah, right.

Instead, while clearly focusing on the task at hand (answering the customer's concerns, getting their problem solved or finding the information they need), listen carefully for opportunities to ask questions that will open up a real conversation between two human beings. Use their name and let them know yours. Tell them what you are doing while you are typing away on your computer to find their account, name or retrieve information. Apologize, if you have to, for taking too much time.

Last thought.

The great part about what I am calling the 'Best Rule of the Customer' is this. If you are successful at making people feel good after speaking with you on the phone, you will have accomplished something that is just as important as a happy customer who may then tell others about your great company. You will get positive feedback from more of the people you speak with everyday and that makes what could be a very monotonous job, a truly exciting and fulfilling one instead.

Glenn

Google Trends and Real Estate

Google is at it again! Google Trends was launched this week and first impressions are interesting. What to think of it is another thing. After testing some searches for real estate trends across the US, Canada and Australia, it was quickly apparent that overall searching for real estate is down 15-25% over the past two years ago in the US & Canada and UP over 35% in Australia. Interesting! Try out your own industry trends and see what you find.

Let us know what you think and what you find by leaving your comment below.

Attention Oppressed Workers Everywhere - This One is For You!

Now, here's a lady with some serious gusto! I mean, take it or leave it. Get your own fork. Follow me or get out of my way. I don't think I have read a better post aimed at the dis-eased corporate world, than this one. You must check it out, especially if you are working for a company just to collect the paycheck. Remember folks, it's about making a life—not about making a living. Here's a taste...

So now I want to help your employees leave and start their own business. Regain control of their life. Feel blood pumping in their veins and excitement in their chest as they wake up each day. I honestly wish that it were possible for them to feel that inside your company.

Get the complete post here - Escape from Cubicle Nation: Open letter to CEOs, COOs, CIOs and CFOs across the corporate world.